New in Jira Service Desk 2.3: a better customer experience

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We’ve been working hard on delivering a new kind of service desk – one that’s focused on changing the way teams help their customers. In Jira Service Desk 2.3, we focused on shipping features that improve flexibility and collaboration to help everyone get the most out of their service desk experience.

Here’s what’s new:

Plug everyone in: customers can add anyone to their tickets

Help anyone, anywhere: agents can now raise requests on behalf of new customers

Email the way you want: both HTML and plain-text emails are now supported

Simplified email admin: more easily manage email settings

Plug the right people into your ticket

There are often requests that affect multiple people. For example, a team might need a new shared software license. The entire team will want to be notified of any updates and the agent might need to exchange license information with them. Rather than creating five or six different tickets, they should be able to share one.

Jira Service Desk 2.3 now lets your customers invite anyone to their requests. Agents also have this feature, as noted in the 2.2 release.

As always, customers in Jira Service Desk are free and can now collaborate with any number of colleagues without needing a license.

For customers:

Customers can invite more people to a request and have them join the conversation

Who’s calling? Agents can now open requests for customers

We received a lot of feedback around being able to use Jira Service Desk in a phone support context. Teams who offer support through channels other than email and the portal will love this new addition to Jira Service Desk. Now, agents can open tickets for new and existing customers, quickly and easily.

The agent can now:

Open a ticket on behalf of the customer to confirm the request was received and accounted for

Automatically invite new customers to the service desk portal

Share ticket details with the customer and notify them of its progress for a better customer experience

Let the customer continue the conversation in the customer portal ticket